Quality Improvement Specialist

Position Overview

The Quality Improvement Specialist is a key operations support position at BALANCE, ensuring compliance and programmatic requirements are being met across departments. This role is responsible for ensuring funder and partner program compliance in the day-to-day services provided to clients both internally at BALANCE and across sub‑grantee networks, (including, but not limited to HUD, CalHFA, OFE, and EAP partners). The QI Specialist will serve as point of contact for monthly quality reviews and audits and will collaborate with internal teams to drive performance, maintain compliance, and uphold service excellence in all programs.

• Work with Operations Management to coordinate efforts to assure compliance with requirements of regulatory entities and stakeholders.
• Remain familiar and current with the requirements of regulatory entities, such as HUD, and counseling program regulations.
• Support and contribute to the development and maintenance of workflows, protocols and operating procedures.
• Conduct routine and spot quality assurance reviews to evaluate counselor's performance and ensure compliance with internal protocols and grant requirements.
• Preparation and submission of monthly quality reports to Compliance and Network Manager.
• Participate in quarterly or annual audits.
• Support audit readiness by organizing documentation, coordinating meetings, and ensuring timely responses to information requests.
• Partner with the Reporting and Operations (Coaching and Counseling) Management teams to ensure accurate data collection and quality metrics.
• Identify and suggest improvements to enhance program efficiency, counselor effectiveness, and client satisfaction.
• Provide technical assistance and guidance to counseling staff and partner agencies.

• Bachelor's degree in business management, Public Administration, or a related field.
• Minimum of 3 years' experience in financial coaching and/or housing counseling programs.
• At least 3 years of experience in HUD compliance and quality improvement.
• Strong leadership, team management, and interpersonal skills.
• Proficient in Microsoft Office Suite and data reporting systems.
• Strong analytical, problem-solving, and project management skills.
• Excellent verbal and written communication abilities.
• Must successfully pass a criminal background check.

• Bilingual in Spanish
• HUD Housing Counselor Certification

Must obtain HUD Housing Counselor Certification and NACCC within 12 months of employment.

Remote work environment with occasional travel for trainings, conferences, or on-site audits. Must have a private and professional home office setup with reliable high-speed internet. Must be able to sit, communicate clearly by phone and video, and use a computer for extended periods.

BALANCE is a national nonprofit dedicated to helping individuals and families achieve financial stability and security. Our housing and financial counseling services support clients through challenges like foreclosure prevention, first‑time home buying, and financial education. Learn more ancepro.org.

Mid‑Senior level

Full‑time

Quality Assurance